Publishing guidance assets

Guidance assets are the scripts and playbooks agents see in the Guidance card. They are versioned like configuration: a draft is written, someone else approves it, and it is published to a location and work type. Agents only ever see the published, approved version, labelled for example “v7 · Approved”.

Steps

1. Open Guidance in the admin area and choose an existing asset or create a new one.
2. Set where it applies: the location, the work type (for example Callbacks or Inbound), and the language variant if your location publishes more than one.
3. Write the opening line and the fallback instruction. Keep the fallback explicit, for example “If no: offer a window, set a callback, confirm consent for the channel.”
4. Save the draft. It gets the next version number. Drafts are invisible to agents.
5. Ask a second person to review and click Approve. Approval is separate from authorship.
6. Click Publish. The new version replaces the previous one in the Guidance card the next time an agent opens a matching work item. The publish is written to the ledger.

What you’ll see

• The asset list shows each version with its state: Draft, Approved, or Published.
• The agent Guidance card shows the version and approval chip.
• The sidebar Guidance page for agents lists only published assets for their location.

Writing for the card

• Say what the agent should say, in one or two sentences.
• Name the location, not the company, so the greeting matches the caller ID.
• Include the compliant fallback for every script: how to offer a window, set a callback, and confirm consent for the channel.
• Do not include contact details or anything that changes per call. The contact card already shows the name, language, and location.

Rolling back guidance

Publish the previous approved version again. The earlier version keeps its number; the ledger shows both publishes.

If something looks wrong

• Agents see the old version. They are mid-item. The card updates when they open the next work item.
• Publish is disabled. The version is not approved, or it is missing a location or work type.
• Agents report the script is wrong for a case. Feedback arrives through triage as new · triaged · planned · closed. Draft the fix as a new version.

Related

• Using versioned guidance
• Configuration revisions and rollback
• Reading the audit ledger